The operator's perspective.
On VICIdial, SIP, and call-center ops.
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Operator writing, sorted newest first.
How to create and modify QC status codes
Use the Modify QC Codes screen to add a code and description, then assign a PASS, FAIL, CANCEL, or COMMIT category that decides what happens to a reviewed call.
What "Enter QC Queue" does
Enter QC Queue is a second menu link that routes to the same place as Show QC Campaigns, giving reviewers a faster way into the audit list.
How to run the Quality Control Report and read the rows
Step-by-step: open the VICIdial Quality Control Report, set the date and finish-date range, submit, read each row and its checkpoints, and export CSV.
How checkpoint points work when scoring a call
Each QC checkpoint has a maximum point value, and the reviewer enters any whole number up to it. Here is how scoring works.
How to Create a QC Template Settings Container
Step-by-step guide to building a QC_TEMPLATE settings container in VICIdial so the right dispositions feed your quality control queue.
What to check yourself before opening a VICIdial support ticket
A calm self-check list: clock, agent screen, carrier registration, hopper, dispositions, and which log report matches your symptom.
How to claim a call in the QC queue
Claiming pulls a call out of the QC queue and opens it for scoring — here is where the claim links live and what happens when you click one.
What each QC checkpoint field means
Every QC checkpoint has six fields. Here is what Order, Active, text, Points, Instant kill, and Admin notes each do.
Diagnosing LAGGED spikes by server with the summary chart
Use the Agent LAGGED Report and the LAGGED Summary chart to spot lag clusters on a timeline, tie them to one server, then check latency.
What QC checkpoint Admin notes are for
Admin notes are private comments on a QC checkpoint that the reviewer never sees. Here is how to use them well.
What the QC Claim Limit setting does
QC Claim Limit caps how many unfinished review calls one agent can hold at once, keeping the queue moving instead of stalling.
How to trace one bad call end to end across the log reports
Follow a single problem call through the Dial Log, Hangup Cause, Carrier, Caller ID, and AMD reports in order to find the real cause.
What the "Instant kill" checkpoint option does
Instant kill lets one QC checkpoint fail an entire call, no matter how every other checkpoint scored. Here is when to use it.
VICIdial QC Status Template Explained
A QC status template is a list of dispositions that decides which finished calls land in the quality control queue for review.
How to Activate or Deactivate a QC Scorecard
Toggle a VICIdial QC scorecard on or off with the Active checkbox on the QC Scorecards page, no form submit needed.
How to turn on the "QC Features enabled" system setting
Quality Control in VICIdial stays completely hidden until you flip one master switch. Here is where to find it and what it unlocks.
How to apply QC settings to a list or ingroup
Lists and inbound groups carry their own QC statuses and scorecards — here is where those settings live and why you would use them.
How to apply QC settings to a campaign
Once your QC statuses and scorecards exist, here is exactly where to attach them to a campaign so its calls become reviewable.
What QC Expire Days does to unclaimed calls
QC Expire Days sets how long an unclaimed review call stays available before it drops off the queue. Claimed calls do not expire.
How to build a QC scorecard from checkpoints
A QC scorecard is just a list of checkpoints. Here is how to add them, order them, and make the scorecard usable.
How VICIdial picks QC settings when they conflict
When a call qualifies for QC under more than one level, VICIdial follows a fixed order — ingroup beats list beats campaign.
When to use per-list QC overrides
A list can carry its own QC statuses and scorecards that beat the campaign's — handy when one list needs different review rules.
How to set up VICIdial Quality Control in 7 steps
A plain walkthrough of the seven steps that take VICIdial Quality Control from a hidden feature to calls being scored and reported.
VICIdial QC Scorecard Explained
A QC scorecard is a named list of scored checkpoints a reviewer works through while grading a recorded call.